Online Reputation Management
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13-Sep-2014 -
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Transcript of Online Reputation Management
Online Reputation
Management
Do You Know What People Are Saying
About Your Business Online?
What is Online Reputation
Management?
Wikipedia Definition of
Online Reputation Management
Online reputation management (or monitoring) is the
practice of monitoring the Internet reputation of a
person, brand or business, with the goal of suppressing
negative mentions entirely, or pushing them lower on
search engine results pages to decrease their visibility.
Did You Know?...
The 2011 “Social Shopping Study” indicates that 50% of consumers spend 75% or more of their total shopping time conducting online product research?
70% of Consumers Trust Other Consumer Opinions that are Posted Online
Why is Online Reputation
Management So Important?
Your Prospects Are Online Your Competitors Are Online Your Customers Are Online
… That Includes Your UNHAPPY Customers
The Internet Has Changed
EVERYTHING
Before the Internet, Businesses Controlled Their Messages
via One-way Communication Channels
Thanks to the Internet, EVERYONE Controls the Message via Blogs, Social Media, and Customer Reviews
What Are People Saying
About Your Business?
Former
Employees
Your Company’s
Online Reputation
Bloggers
Social
Media
Forums
Customer
Reviews
Online Reputation is Even
Crucial for the BIG BOYS
Negative Effects of a
Bad Online Reputation
Bad Customer
Experience
Unresolved
Customer Issues Bad Reputation
LOST
REVENUE
Negative Effects of a
Bad Online Reputation
Could Lose Existing Customers Difficulty Getting New Customers Business Can Suffer Financial Loss
Positive Effects of a
Good Online Reputation
Retain Existing Customers Easier to Get New Customers Maintain a Positive Brand Image
How to Maintain Your Reputation
1. Be PROACTIVE instead of REACTIVE
2. Monitor Online Conversations About Your Business
3. Respond and Interact with Consumers Online 4. Create and Distribute POSITIVE Content Regularly
Actively Seek Reviews
Actively Seek Reviews from Satisfied Customers
• Boost Conversions • Provide Feedback about Your Product or Service • Consumers TRUST and EXPECT Online Reviews
How to Get Customer Reviews
Offer an Incentive in Exchange for Reviews • Coupons, Discounts, Free Samples, etc.
Ask Customers to Review Products by Placing a Call to Action on Your Product Pages
Send Customers to Your Business Listings on
Google Places, Yelp, CitySearch, and Others Link Your Business Listing Profiles to Your Website
Create Positive, Branded Content
Flood the First Page of the Search Engines with Positive, Branded Content
• Well-Ranked Website • On-Going Search Engine Optimization (SEO) • Articles, Videos, Press Releases, Photos, etc. • Tips, Tools, Helpful Tutorials, and Other Useful
content
Monitor Online Conversations
Find Out What People Are Saying About Your Business
Do a Google Search for Your Business Name… What Comes Up? Check Articles, Blogs, Forums, and Customer Review Sites
Frequently Check Your Own Blog/Website for Comments
Pay Close Attention to the Social Network Sites
Respond and Interact
Listen to What People are Saying Respond to Both Positive and Negative
Comments
Be Respectful and Display a Helpful, Friendly Demeanor
Always Quickly Offer a Solution to any Problems
Why Respond and Interact?
Builds Relationships Allows You to Actively Manage and Control Your
Brand Shows that You Care Allows Other People to See Your Point of View
How to Improve Your Reputation
Already Have Some Negative Online Comments and Reviews?
Make Brand Optimization Your Main Focus Use SEO to Drive Down the Negativity Create and Submit Press Releases, Articles, and Videos Create a Blog and Submit Fresh, Unique Content Regularly Engage in Social Media and Build a Loyal Following
How to Improve Your Reputation
Ask for Negative Reviews to be Removed Don’t Ignore Your Unhappy Customers
• Promptly Address Issues
Know When to Walk Away
• Don’t Argue with Customers • Can’t Please Everyone
THANK YOU
If You Would Like More Information About Online
Reputation Management, Contact Me Today.
Lana Hampton
Vigilant Marketing Group, LLC
1-800-651-8714
http://VigilantMarketingGroup.com